Microsoft MB-230 Value Pack (Frequently Bought Together)

Microsoft MB-230 Exam Syllabus Topics:

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Professional salary

The average salary of a MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Expert in

• England - 70,632 POUND
• India - 15,00,327 INR
• United State - 90,247 USD
• Europe - 80,347 EURO

Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam

Candidates must know the exam topics before they start of preparation. because it will really help them in hitting the core. Our Microsoft MB-230 exam dumps will include the following topics:

1. Perform configuration (25-30%)

Configure Service Management settings

• Configure user work hours
• Configure holiday schedule
• Configure cases
• Configure customer service schedule
• Configure queues
• Configure categories and subjects
• Create routing rules
• Configure goal management components
• Describe process of record creation and update rules
• Configure customer service security roles
• Configure services

Configure processes

• Configure custom business process flows
• Implement business process flows from Microsoft AppSource

Create and configure customer service visualizations

• Execute and analyze customer service reports
• Design and create customer service charts
• Configure customer service content pack for Power BI
• Configure customer service dashboards

2. Manage cases and the knowledge base (30-35%)

Create and manage cases

• Convert activities to cases
• Implement parent/child cases
• Merge cases
• Create and search for case records
• Implement case routing rules
• Perform case resolution
• Configure status reason transitions
• Manage case list

Create and manage the knowledge base

• Configure entities for knowledge management
• Create and manage knowledge base article lifecycle
• Use the knowledge base to resolve cases
• Link an article with a case
• Create and manage knowledge base articles
• Search for articles

3. Manage queues, entitlements, and SLAs (25-30%)

Create and manage queues

• Add cases and activities to queues
• Configure queue email settings
• Differentiate queue types
• Implement case routing
• Configure entities for queues
• Configure record creation and update rules

Create and manage entitlements

• Activate and deactivate entitlements
• Define and create entitlements
• Manage entitlement templates
• Assign an entitlement to a case
• Renew or cancel an entitlement

Create and manage SLAs

• Determine SLA conditions
• Use SLAs on-demand
• Implement actions and details
• Manage cases with SLAs
• Create and manage SLA items
• Define and create SLAs

4. Configure voice of the customer (15-20%)

Create surveys

• Add pages to a survey and personalize data
• Configure response routing
• Configure survey unsubscription options
• Identify respondent types
• Add survey questions
• Identify survey question types
• Configure survey scoring
• Create a theme and upload images

Preview, test, and publish surveys

• Embed a survey in a web page
• Clone, import, and translate surveys
• Distribute survey link using email

Manage survey responses

• Create business actions based upon survey responses
• Implement workflow conditional logic for survey actions
• Summarize survey results
• Determine report types

Preparation Resources

As you can see the Microsoft MB-230 exam covers a wide knowledge area, so you need to have enough time in reserve to be completely prepared for the final test. For quality training, there are books that you can lay your hands on to boost your chances of acing the MB-230 with ease. These study materials can be found on the Amazon website such as:

MB-230 Microsoft Dynamics 365 for Customer Service Online Certification Video Learning Success Bundle (DVD) is real-time certification questions and answers packaged by seasoned professionals. It contains about 450 questions and each question has an evaluation video session where answers are explained by real-time SAP expert consultants. The disk also contains some materials that can be printed if you want to test your knowledge before the exam.

How I Passed MB-230 Microsoft Dynamics 365 Customer Service Exam: Sure Shot Certification Tips by Empirical Matt Publications (Kindle Edition) contains various interviews of successfully certified persons in the Microsoft Dynamics 365 Customer Service technologies and all the points you can put into practice to be like them. So by ordering this book on Amazon for only $11.99, you will get guidance on how to register for the MB-230 exam and obtain your results, how to prepare and what to pay attention to, as well as how to reduce your training time and get the score you want.

Exam MB-200 & MB-230 Dynamics 365 for Customer Service Functional Consultant Associate 73 Test Prep Questions (Kindle Edition) by Ger Arevalo: this 28-pages book is designed to be a test guide to check everything you learn in classes and labs and the hands-on practice that you have honed in the preparation for MB 230 exam. The book strengthens the knowledge you have gained while preparing for this exam. It contains questions that will fill in your knowledge gaps.

To aid candidates, Microsoft has developed a Self-paced online training on the Microsoft Learn platform, which through short video lectures will provide the most relevant material to prepare for the Microsoft MB-230 exam. So, you can learn how to work with cases, entitlements, and service-level agreements in Dynamics 365 Customer Service, as well as create surveys with Dynamics 365 Customer Voice. All this will be a useful tool for you to comprehensively prepare for and successfully write the test on your first attempt.

If you need help from an expert instructor with questions you can't find answers yourself, the official Microsoft course, which was created in full compliance with the exam, is available to you. The MB-230T01-A: Microsoft Dynamics 365 Customer Service course is a three-day paid training program that covers all of the test topics in detail, including Dynamics 365 Connected Customer Service and Customer Service Insights. In addition, by participating in this course you will have access to 8 training modules, each of which includes theoretical and laboratory classes that will help you practice the skills you have learned.